Customer Service Manager

Sue Yu, MBA, PMP

? Tel: (c) 513-***-****, (h) 513-***-**** ? email: *******@*****.*** ?

Cincinnati, OH [pic]

APPLICATION ANALYST

Dedicated, thorough, quality-driven software engineer with more than 14

years of diversified software development and support experience.

Recognized for excellent work ethic, customer service focus, and

adaptability to changing demands. Eager to learn new concepts and

collaborate with others.

PROFESSIONAL SKILLS

. Databases Oracle DBA of 8i/9i/10g, MS Access

. Computer Languages SQL, PL/SQL, SQL*Loader, UNIX Shell script, Perl,

SAS, C++,

Visual Basic, COBOL, .NET

. Operating Systems HP UNIX, AIX UNIX, Windows server

administration

. Applications Oracle Clinical, TMS, Epidemiology, Netbackup and

Banking Application

PROFESSIONAL CERTIFICATION

. Project Management Professional 2009

. ITIL (IT Infrastructure Library) Foundation v3 for Service Management

2009

PROFESSIONAL EXPERIENCE

PROCTER & GAMBLE, Cincinnati November 1995 - Present

System Manager: Manages Clinical applications

November 2004 - Present

. Managed project of 5 FTEs to upgrade Oracle TMS system to the latest

version to provide the new desired features to the users:

o Analyzed the user requirements and created the test plan

o Estimated the cost, negotiated the contract with the vendor, and managed

the funding

o Managed the Vendor and project, created the test plan, and assisted the

user training

. Designed and developed the integration programs between Oracle TMS system

and P&G home-grown clinical application to simplify the business

processes and enabled 40 percent of business staffing reduction:

o Analyzed the user requirements and created the system design

o Estimated the development hours and created the project plan

o Developed the integration programs, created the test plan, and trained

the users

. Maintained a 5 Terabyte of Oracle database and used PL/SQL and SAS

programs to perform complicated RX data refreshing with the data from

various vendors

. Managed .NET application for P&G Epidemiology group

. Supported the Oracle Clinical applications and P&G home-grown Clinical

application for 5 years

. Solely responsible for full lifecycle design and development on more than

20 new product enhancements with very low defect software that met the

business needs

. Setup new Clinical Review application to enable 35 global Pharmaceutical

users to review the latest data instantly and reduced 80 percent of SAS

programming staffing needs on Adverse Event monitoring

. Documented all project reports, user requirements, system designs,

enhancements, changes, and problems/solutions

System Manager: Managed SOP project and P&G PC application upgrade

2002 - 2004

. Identified and implemented solution for P&G Pharmaceutical SOP

management, saved one FTE for application development and support, and

the cost of two new application servers

. Managed one contractor to help P&G Health Care application managers to

certify 60 Windows applications on new P&G PC platform to enable the

2000+ employees to move to new PC platform

System Analyst: Managed Oracle databases

1999 - 2001

. Administrated 10+ Oracle databases for P&G Health Care business unit:

o Created and supported databases

o Performed database performance tuning

o Assisted application owners on the application setup on Oracle,

PL/SQL and shell programming

System Analyst: Administrated UNIX server

1995 - 1998

. Administrated 10+ HP and IBM UNIX servers for P&G global email and data

warehouse applications

o Configured, maintained and monitored UNIX Operating System

o Administrated user and group accounts, tuned system performance

o Assisted application owners on application configuration and

problem-solving on UNIX

. Introduced and implemented Enterprise Netbackup system on P&G UNIX and NT

servers

o Implemented Netbackup on P&G NA UNIX and NT servers to reduce 70% of

tape operator FTEs

Managed Netbackup tool, and trained UNIX team on the Netbackup tool

FUJITSU COMPUTER, Taiwan branch 1990 - 1992

Banking application developer and support: Managed Oracle databases

. Supported and maintained Saving Account and CD account applications

. Served as the liaison between Japan headquarter team and Taiwan

customization team

. Provided Japanese translation service to the team

EDUCATION

MBA Business Administration Xavier University, Ohio 2009

M.S. Computer Science University of Cincinnati 1995

B. A. Japanese Fu Jen Catholic University, Taiwan

1985

CORPORATE COMMUNITY INVOLVEMENT

. P&G Mason Multi-Culture Networking Lead 2007-2009

. P&G Mason Toaster Master Club Lead 2005-2006

. P&G Pharmaceutical IT Networking Founder and Lead 2009-2010

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